Customer Support Team Leader

At the heart of Paxton, we are innovators, we look for ways of harnessing new technology to provide better solutions for our customers. We're a global brand with nearly 40 years of experience, our team of over 400 employees is spread around the world.

We pride ourselves on creating a vibrant environment, with a focus on excellent company culture. Our teams make Paxton a great place to work with brilliant benefits that come with any role at Paxton, with an emphasis on career progression, training and development, and recognition of achievement for every employee.

So, what are the benefits?

• We run a great social calendar with wine tasting, cooking classes, onsite yoga, staff parties and more. It’s rare you won’t see something going on!
• Tech, bike, and travel or season ticket loans.
• Private medical insurance (Opt in) and healthcare cash-back plan.
• Discounted fitness memberships up to 75% off in your area.
• 25-days holiday plus bank holidays, and you can buy & sell up to 5 days a year.
• Recognised as one of the Best Companies to Work for in the UK, by Best Companies™.

Job Overview

Join our Product Support team based in our vibrant Brighton head office. At Paxton, we are committed to providing world-class service to our customers. As a Team Leader, you will be responsible for managing team performance, identifying training and development needs, and ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met.

This role will involve supervising and motivating team members to deliver exceptional customer service, fostering a customer-focused culture, and ensuring continuous improvement within the team.

Key Responsibilities:

• Lead, support, and motivate the team to improve customer satisfaction and create a customer-centric culture.
• Conduct regular one-to-one meetings, performance reviews, appraisals, and probationary reviews to ensure team performance is aligned with goals. Address any performance issues by implementing development plans or offering additional support.
• Ensure effective team communication, making sure that product and technical knowledge is shared across the team to maintain high standards of customer support.
• Collaborate with the Support Manager to track team performance data, identify trends, and act on coaching and training needs.
• Work closely with the Product Support Coach to assess and fill knowledge gaps within the team, ensuring continuous professional development and performance improvement.
• Manage the Support Calendar to ensure appropriate coverage across calls, emails, and live chat, with calls prioritised as the main support channel.
• Handle escalated calls, complaints, and queries while ensuring overflow support is provided when necessary.
• Stay up to date with product, departmental, and organisational changes by attending weekly supervisor meetings, training, and adhering to relevant policies.

Requirements:

• Proven experience managing or supervising a team of no less than 6 in a call centre environment
• Experience in coaching, mentoring, and developing others to improve team performance and customer satisfaction.
• Strong interpersonal skills with the ability to inspire and motivate a team.
• Excellent verbal and written communication skills.
• Proven ability to deliver exceptional customer service, with experience handling escalated issues.
• Strong organisational skills, including time management and scheduling, to ensure optimal team performance and service levels.
• Ability to make sound decisions under pressure and manage conflicts effectively.
• A passion for delivering the highest quality customer service while driving continuous improvement within the team.
• A genuine interest in technology and understanding how things work.

The right attitude is more important to us than your skills or experience. If you’re excited about a role but your existing experience doesn’t match up with every element of the job description, we encourage you to apply anyway.

We want to collaborate with you and hear your ideas, most of all, we want people to enjoy the journey with us. Take a look at what our team thinks of working here